Maksym

Maksym Kotliarov
Customer Success Manager
Client Support and Retention
Modena, Italy | Full-time remote | Available immediately | Telegram: @cottlem
[open contact info](look above in the "contact info" section) | [open contact info](look above in the "contact info" section) | WhatsApp: [open contact info](look above in the "contact info" section)

PROFESSIONAL SUMMARY
Client relations professional with 6+ years in customer communication, retention and issue resolution.
Supported international customers in English and progressed into team leadership. Brings calm communication,
structured follow-ups and practical AI skills to customer success and client support.
CORE SKILLS
Client relationship management, customer support, retention and reactivation, complaint handling, escalation
resolution, needs analysis, phone and email communication, CRM documentation, quality review and employee
onboarding.
PROFESSIONAL EXPERIENCE
International Client Services Companies (NDA)
Sales and Retention Roles | Remote | Jan 2022 - Feb 2026
Retention Team Lead: Mar 2024 - Feb 2026 | Retention Manager: Sep 2023 - Feb 2024
Sales Team Lead: Mar - Aug 2023 | Retention Manager: Jun 2022 - Feb 2023
Sales Manager: Jan - May 2022
- Supported 15-20 active client relationships per day, handling questions, complaints, follow-ups and
reactivation across international markets.
- Built long-term relationships with returning clients, including customers who specifically requested continued
support from the same manager.
- Handled escalated conversations, clarified concerns and agreed next steps with customers at risk of leaving.
- Documented interactions in amoCRM and used phone, email and messaging channels to maintain consistent
communication.
- Led teams of 7-8 agents, reviewed calls, coached service and communication quality, and created scripts and
checklists for new hires.
British American Tobacco
Retail Sales Consultant | Ukraine | 2019 - 2021
Guided customers through product choices, answered questions and supported international visitors in English.
Regularly ranked among top sales performers while meeting assigned targets.
SELECTED DIGITAL PROJECTS
Developed AI-assisted web and Telegram projects, with a focus on clear content, user-facing features and
iterative improvements.
TOOLS AND AI SKILLS
Business tools: amoCRM, Google Sheets, Microsoft Excel, Zoiper/VoIP, Slack, Rocket.Chat, email and
messaging platforms.
AI: Use AI to structure research, draft and refine customer communications, support spreadsheet tasks and
develop clear instructions. Working knowledge of ChatGPT, Claude, Gemini and Perplexity; familiarity with
AI-assisted development tools and generative media workflows.
LANGUAGES AND EDUCATION
English: B2, professional working proficiency | Ukrainian and Russian: native | Italian: B1 | Polish: A1
General Secondary Education | Secondary School No. 5, Sokal, Ukraine | 2018